This Hospitality and Hotel Management course is designed to provide participants with the management and customer service skills required to succeed in a hospitality management career. Developed by industry professionals, this course covers a range of topics such as hotels, resorts, cruise ships, private / corporate owned restaurants and special catering events.

CONTENT

• Introduction

The Hotel Industry

The Scope of the Industry

The Firm in the Hotel and Catering Industry

Hotel Management

Planning

Policy

• Organization of the Hotel Workplace

The Nature and Purpose of Organization

The Mechanistic View of Organization

The Human Relations View of Organization

The Systems Approach to Organization

Organization Structure

The Informal Structure

Hotel Organization

• Staff Management in Hotels

Work Charts

Communication and Coordination

Staff Management

Monitoring Workloads and Work Procedures

Authority/Chain of Command

Career Structure

• Control Systems

Sources and Storage of Information

Creating and Maintaining Information

Creating and Maintaining Control Systems

Types of Control

• Front Desk Management (Reception)

The Functions of the Front Office

Customer Service

Dealing with Grievances & Complaints

Understanding Communication

Conversation Development

Using the Telephone

Client Interpersonal Skills

Self Esteem & Reinforcement

• Servicing Rooms and General Cleaning

Service Equipment

Choice of Fabrics

Linen Room Organization

• Building and Facility Management

Periodic and Planned Preventative Maintenance

Frequent Maintenance Problems,

Safety, Furniture and Fittings

Toilets and Locker Rooms

• Activities Management

Tour desk, gymnasium, events

Recreation Facilities,

Guest Information Services,

Swimming Pools,

• Food Service

Types of Food Service (eg. Room Service, Bar, Restaurant, Coffee Shop etc)

Kitchen Design & Equipment,

Service Facilities,

Food Service Management,

FOR WHOM:

All Hotels and Hospitality Management and Staff.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

This course is available in the following locations:
Nigeria - $3000
Ghana    - $6000
Rwanda - $7000
UK - $8000
USA - $8000